Job Description

Bounteous is seeking a Service Delivery Manager to join their Managed Services Delivery team. The role involves partnering with clients, leading managed services efforts, and ensuring exceptional support. Responsibilities include managing customer relationships, overseeing projects, and driving service improvements.

Responsibilities

• Acts as a liaison between customers and technical teams
• Builds and manages customer relationships
• Manages customer satisfaction programs
• Leads Quarterly Business Reviews
• Oversees client-specific projects
• Drives Root Cause Analysis efforts
• Presents Monthly Service Level Agreement reporting
• Promotes Managed Services
• Supports internal ITSM processes
• Collaborates on Service Level Agreements
• Defines staffing models
• Manages contract and financials
• Works with Client Services
• Anticipates client service requirements
• Ensures customer communication
• Provides Major Incident Management if needed
• Escalates major client service impacts

Requirements

• 3-5 years managing clients in a Managed Services organization
• 5+ years of Managed Services/ITSM experience
• Experience with managed services including applications/infrastructure support services
• Ability to work with multiple teams and manage remote team members
• Experience coaching and developing Managed Services team members
• ITIL v3/4 Foundation
• In-depth understanding of digital technologies
• Experience in Confluence/Jira and ServiceNow

Benefits

• No benefits